FAQ | OPAY

Terms of the services

When signing the OPAY service agreement, is there a subscription fee applied?

No, OPAY does not apply a subscription fee. All terms and conditions of service provision are specified in the agreement signed between OPAY and the client.

Is the contract with OPAY time-limited?

No, the OPAY contract has no fixed term.

What documents are required to enter into a service agreement?

When entering into a service contract, we typically require a copy of the signatory's identity document, completion of a Customer identification form (KYC), and, if applicable, a document confirming ownership of the website domain. Each case is assessed individually, and we ensure compliance with the laws and regulations. In certain cases where the activity is licensed or specific, OPAY may request additional documents

Payment methods

What payment methods can I choose?

The selection of payment methods depends on your specific business needs, target audience, and operating region. Please contact us and we will assist you in choosing the most suitable payment methods based on a thorough assessment of your situation.

Will I be able to use card payments immediately after signing the contract?

The availability of card payment service is determined by a separate agreement that is finalized after the signing of the service agreement. Until the agreement is confirmed, the use of card payments is not possible.

How long does it take to finalize the agreement for payment card transactions?

The process of coordinating payment card payment services typically takes around 1-4 weeks. The duration is subject to the timely and accurate submission of required documents and information, as well as the involvement of multiple parties, including you, OPAY, and the bank providing payment services.

Client registration

I want to use OPAY services, how do I start?

To get started, please complete the customer registration by filling out the registration form Install and accept payments. Once we receive your information, we will prepare an OPAY service agreement and reach out to you.

How can I test your payment services before deciding to use them?

If you wish to install our payment solution for testing purposes only (real payments will not be processed), please fill out the registration form Install for testing. Additionally, if you're interested in experiencing how your customers can make payments using our payment system, we invite you to try our Payment collection demonstration.

Client account

How can I unblock my user account in the OPAY self service if it is locked?

If you have locked your user account in the OPAY self service, please contact us at info@opay.eu, providing the email address associated with the account that needs to be unblocked.

How can I add an additional user to OPAY self service?

To add an additional user to the OPAY self service, please email us at info@opay.eu with the following details: your OPAY contract number or website domain, the name, surname, email address, and position of the additional user.

Funds management

Do I receive the funds immediately after the customer makes a payment?

After a successful payment by your customer, the funds are initially deposited into a dedicated OPAY account. They are not immediately transferred to you. However, the balance of the funds is instantly displayed in real-time on the OPAY self-service platform, allowing you to monitor it.

How can I pay out the funds to my bank account?

There are multiple pay out options available. We recommend choosing the free periodic payment within the OPAY self-service, allowing you to pay out funds on a daily, weekly, or monthly basis for the previous business day, week, or month. Alternatively, you can use the Payout button in the OPAY self-service, but please be aware that an interbank transfer fee, specified in the Special Part of the OPAY Service Agreement, will apply.

How to choose a free periodic pay out of collected funds?

To choose the free periodic payout of collected funds, log in to the OPAY self service and click on the calendar icon next to the 'Pay out' button. Select the payment period that suits you.

Do you issue an invoice for the commission fee applied?

In the OPAY self service, you can download a statement of operations, which can be provided to your accounting department for accounting purposes. The OPAY commission fee is treated similarly to a bank commission fee, and therefore, invoices are not issued.

Refunds management

Can I refund customers using the OPAY self service portal?

To initiate a refund to the customer, you can do so directly in the OPAY self service. When you find the payment transaction that needs to be refunded, click on it, enter the desired amount to be refunded, and confirm the refund. The refunded amount cannot exceed the original payment amount.

Can I issue a partial refund to the customer?

Yes, you have the option to provide a partial or full refund to the customer. To process a refund, please log in to the OPAY self service. When you find the payment transaction that needs to be refunded, click on it, enter the desired amount to be refunded, and confirm the refund. The refunded amount cannot exceed the original payment amount.

How can I initiate a refund for my store on the SHOPIFY platform?

Operating an online store on the SHOPIFY platform provides you with two methods for processing full or partial refunds to your customers:

1. Start by accessing the administrative environment of your SHOPIFY store to initiate a standard refund. Then, connect to OPAY self service, select the relevant order, click on "View Refund," and confirm the pre-processed refund in the pop-up window. Please note that the funds will be returned to the customer only after completing all these steps.

When you opt for this refund method, SHOPIFY will reimburse you with 100% of the commission fee associated with the customer's payment. However, it's important to be aware that if a refund initiated within the SHOPIFY environment is not confirmed in OPAY self service for more than 30 calendar days, the refund will be automatically canceled. You can monitor real-time information regarding the refund status in both the SHOPIFY administrative environment and OPAY self service.

2. Alternatively, you can sign in to the OPAY self service platform, select the relevant order, and click on "View Refund." In the resulting pop-up window, input the desired refund amount and confirm the refund.

It's worth noting that when you choose this refund method, SHOPIFY will not reimburse you with 100% of the commission fee applied to the customer's payment. Real-time information about the refund can only be accessed through OPAY self service.

Payer rights

What are my rights when making payments in Europe?

In Europe, electronic payments are made cheaper, easier, and safer for users due to EU regulations. The European Commission provides a leaflet outlining your rights during payments. You can easily access this information here.